Job description 

RESPONSIBILITIES

Functions:

• Support, providing in-house technical support for hrX Assist and hrX Access.
  • Analyzing, prioritizing, and resolving faults to resolution.
  • Resolve tickets according to SLAs and escalation procedures.
  • Handling customer configurations.
• Diagnose and resolve software application issues accordingly to available procedures and methodology.
• 24/5 support for existing customers following the defined process and timelines.
• Capacity to understand / analyse a problem and propose resolutions paths.
• Manage proper documentation for defined processes/guidelines and troubleshooting steps.
• Proactively keep the team informed about latest technology trends.
• Collaboration with cross functional teams including developers, system administrators, testing and operational teams.

Business related Skills: 

• Good infrastructure administration skills integrating networking, systems & monitoring solutions, coupled with software & general IT maintenance skills.
• Proven capability of supporting software and application technical problems.
• Adherence to organizational policies and procedures regarding data security and privacy.
• Desired skills:
  • SQL experience
  • Windows / Linux experience
  • Azure cloud experience
  • Ticket management experience in SNOW, Jira etc.
  • Capacity to interpret application logs/traces to troubleshoot issues.
  • Familiarity with application monitoring tools (viz: NewRelic).

Personal skills: 

• Solid verbal and written communication skills in English
• Accurate in terms of quality and respect of deadlines
• Ability to organize work and priorities to meet deadlines with limited supervision.
• Ability to work autonomously while having a strong sense of commitment to team and customer.
• Strong analytical, problem solving and organizational skills.
• Be proactive, dynamic, and flexible.
•     Strong interpersonal skills and ability to work collaboratively in a team environment.
• Commitment to ensuring customer satisfaction through timely and effective support.
• Ability to effectively communicate technical information to nontechnical users.
• Flexibility to work in shifts and participate in on call rotations.
• B.Tech Graduate